Operations Manager / Project Manager II

Aretec Inc

1d•Hybrid

About The Position

Aretec is seeking an Operations Manager / Project Manager II to provide day‑to‑day operational leadership for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role supports a large‑scale, multi‑site service desk operating across Ashburn, VA; Orlando, FL; and San Antonio, TX. The position involves working closely with the Program Manager to ensure consistent performance, staffing coverage, and service quality across all locations. The ideal candidate is a hands‑on operations leader with strong service desk supervisory experience and a customer‑focused mindset. Aretec, Inc. specializes in advanced analytics, cybersecurity, data‑driven operations, and business optimization, helping federal agencies achieve their most critical missions as a trusted prime contractor.

Requirements

Minimum 3 years of supervisory experience in an IT service desk or technical support environment.
Highly customer‑focused, responsive, reliable, and detail‑oriented.
Strong managerial, communication, organizational, and problem‑solving skills.
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Nice To Haves

ITIL v4 Foundation certification.
HDI Support Center Manager (SCM) certification.
Experience supporting 24x7 IT service desk operations.
Prior CBP or DHS experience.
Experience with ServiceNow and Amazon Connect.
Experience managing a remote or hybrid workforce.

Responsibilities

Serve as the day‑to‑day operations manager for CBP TSD operations across all supported locations.
Continuously monitor call, chat, email, and ticket workflows and adjust staffing and assignments to mitigate impacts from volume spikes or staffing shortages.
Ensure appropriate supervisory coverage across all shifts and locations.
Identify and promptly report operational events, such as increased volumes or extended wait times, to the Government.
Produce after‑action reports for operational events, including root cause analysis, mitigation actions taken, and recommendations for improvement.
Ensure all work performed by contract personnel complies with established CBP TSD processes and procedures.
Support the preparation and delivery of daily CIO reports, daily metrics briefings, and weekly performance reports.
Support the Program Manager in all program management and operational oversight activities.
Manage onboarding and offboarding of contract staff in compliance with CBP policies and procedures.